How to Fix Panel Communication Failure on the Simon XT Panel

Overview: If your Simon XT panel displays a communication failure or radio not responding message, it means your system is not communicating with our Alarm Response Center. Until this issue is resolved, alarm activity signals will not be received. Below are common causes and solutions to restore communication.

Common Causes and Solutions

1. Power Outage

• Ensure your alarm system has power. If experiencing a prolonged outage, the system will reconnect when power is restored.
• If the power was recently restored, allow up to 24 hours for the panel battery to recharge fully.

2. Loss of Connection to Power Source

• Verify the panel is securely plugged into an outlet.
• Test the outlet by plugging in another device to confirm it is providing power.

3. 3G Cellular Service Expired

• 3G cellular technology was phased out in 2022. Learn more in our 3G LTE Update communication.
• If the cellular module in your panel is no longer supported, text 469.513.8685 to coordinate an update.
• Note: Communication remains active if your panel is connected to Wi-Fi.

4. Local Cell Provider Outage

A temporary cell service outage may impact your panel’s communication. Ensure the system is connected to Wi-Fi as a backup.

5. Signal Interference

• Move large metal objects or appliances generating radio frequency interference away from the panel, if safe to do so.
• Position the panel near an exterior wall, above ground level, and away from basements or interior closets.

6. System Malfunction

If your panel is malfunctioning, perform a power cycle:

1. Power down the panel completely.
2. Wait 2 minutes, then power it back up.
3. Test the system to confirm communication is restored. Click here to learn how to place your system on test.

7. Landline Phone Service Issues

• Check for phone service outages in your area.
• Ensure your phone line is connected to the system if you’ve recently switched providers.
• Consider upgrading to cellular communication for enhanced reliability. Text 469.513.8685 to learn more.

Simon XT Power Cycle Instructions

1. Disconnect the device from AC power.



2. Remove the top screw and press the tabs to open the front cover.



3. Flip down the front cover to access the battery clips.



4. Apply pressure to spread the battery clips, then disconnect and remove the battery.



5. Wait 10 minutes before reconnecting the battery. Ensure the red terminal connects to the red wire and the black terminal to the black wire.



6. Close the front cover, secure it with the screw, and reconnect AC power.

Still experiencing issues? Text our support team at 469.513.8685 for additional assistance.